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Call center documents
These documents are issued for DEFINITY ECS Call Center applications. The
intended audience is DEFINITY ECS administrators.
DEFINITY
DEFINITY ECS Release 7 — Guide to ACD Call Centers, 555-233-503, Issue 1
This module contains information about the call center-specific features of the
DEFINITY ECS. This information was previously contained in DEFINITY ECS
Administration and Feature Description.
DEFINITY ECS Release 7 — Call Vectoring/EAS Guide, 555-230-521, Issue 2
Provides information on how to write, use, and troubleshoot vectors, which are
command sequences that process telephone calls in an Automatic Call
Distribution (ACD) environment.
It is provided in two parts: tutorial and reference. The tutorial provides
step-by-step procedures for writing and implementing basic vectors. The
reference includes detailed descriptions of the call vectoring features, vector
management, vector administration, adjunct routing, troubleshooting, and
interactions with management information systems (including the Call
Management System).
DEFINITY ECS Release 7 — Basic Call Management System (BCMS)
Operations, 555-230-706, Issue 1
Provides detailed instructions on how to generate reports and manage the system.
It is intended for telecommunications managers who wish to use Basic Call
Management System (BCMS) reports and for system managers responsible for
maintaining the system. This documentation applies to Release 7 as well as earlier
DEFINITY systems.
CentreVu CMS
The following documents provide information about administration and use of the
CentreVu Call Management System.
CentreVu Call Management System Release 3 Version 6— Administration,
Issue 1, 585-215-850
CentreVu Supervisor Version 6 — Reports, 585-215-851, Issue 1
CentreVu Call Management System Release 3 Version 5 — Custom Reports,
585-215-822, Issue 1